If your organisation is suddenly confronted with a crisis, these seven steps to tackle the problem may help protect the business and save your reputation.

1. The first 24 hours are critical

• Rise above individual agendas
• Deal in fact, not speculation
• Report candidly, comprehensively and in plain language,
• Provide regular updates as quickly as possible
• Being proactive is essential to maintaining control

2.  Recognise all audiences

• Identify and communicate effectively with all key audiences
• Align yourself with the ‘good guys’
• Use independent experts to support your case

3.  Accept responsibility and act responsibly

• Being sorry is a human emotion not an admission of corporate liability
• Failure to admit responsibility significantly damages goodwill
• Credibility is critical

4.  Use Specialised Advisers

• Specialised knowledge and contacts are crucial
• A crisis is not the time for learning the ropes

5.  Advanced planning is the key

• Advance crisis management planning increases an organisation’s willingness, ability  and speed of response. Having an up-to-date crisis manual, with full listings of facilities and equipment plus key personell and their contact details along with pre-determined crisis team members, can be an invaluable time-saver when something goes wrong.

6. Remain calm – never lose your perspective

• Otherwise system will be replaced by chaos
• There is no “silver bullet” strategy
• There is only one constant: insatiable media interest

7.  Focus on the future you want to achieve.

• Determine your objective for a successful outcome and work towards this (eg to maintain consumer confidence and retain market share).

Contact Broadhead & Associates today to discuss how we can assist you to develop a crisis management plan.
T: 02-97891263 
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